How To Deal With Negative Comments On Social Media

For a brand that is active on social media, complaints and unfavorable remarks are more common than unusual. You can't avoid getting bad feedback on your social media sites because thousands of clients are linked to them.

Your online trustworthiness is greatly influenced by how you respond to unfavorable remarks, whether they come from a confused or unhappy consumer. Globally recognized and well-established consumer brands have set the standard for handling these kinds of unfavorable remarks.

We can learn how to address and deal with unfavorable comments before they really damage your internet reputation by imitating them. We'll also quickly examine some of the top review management solutions that facilitate your job to help you in your review management endeavors. 

Read also: Tips For Managing Social Media Accounts For Multiple

How should one respond to critical remarks on social media

Step 1: Pay attention to critical remarks.

Ignoring criticism is the worst thing you can do for your brand. It will offer a displeased customer even more cause to detest your company.

Regardless of how the statement is worded—positive, negative, or neutral—you should always respond. Building a brand requires maintaining public relations. It helps you connect better with your fans. Using social media platforms, it's important to keep an eye on every mention and remark. Agorapulse has a little more expensive price structure along with a few other usability issues.

It may be difficult for you to handle the negative if you are a company owner and put your entire being into it. However, you must approach it with strategy. If not, irate clients will create a ton of additional negative reviews to damage your company's reputation.

Step 2: Offer a sincere apology

"The client is invariably correct." You should apologize even if you don't agree with the customer's viewpoint.This is how the dispute will be resolved in the beginning.

In the event that a public controversy involving your firm has resulted in several unfavorable news stories, remarks, and evaluations, a public apology from a representative of your organization is required. On behalf of the company's founder or CEO, you ought to write a post apologizing for the regrettable mistake.

Step 3: Avoid making exaggerated claims.

If you normally don't replace products or refund money to customers, don't make such a commitment because they are dissatisfied with your business. Examine the issue first. After that, describe to your client how you can resolve the issue.

Look at the example that follows. Starbucks doesn't immediately give free coffee or other incentives as an apology when it receives a critical social media comment. To figure out who is correct and who is incorrect, it requests that the consumer contact customer support. 

Read also: How To Measure Social Media Roi For Businesses

Step 4: Show some courtesy

It's difficult to remain composed in the face of hurtful remarks and bad attitudes. But to protect your brand, you have to be kind.

Don't use words at all, even if they are used by your clients. Regardless, it won't assist you in resolving the issue.

Because your devoted consumers' perceptions of your business will shift if they witness you being impolite to other clients. Thus, kindly conceal your true feelings and respond in the most kind and courteous way you can.

Step 5: Remove it from the spotlight

Move the discussion off of social media and onto another venue to end the dispute. Request correspondence from the client by email, direct message, or phone call.

Avoid engaging in verbal combat in the comment thread. Customers that are dissatisfied will send dozens of answers that reflect poorly on your company. So, you should have a one-on-one conversation about the issue if you want to preserve the reputation of your company.

Step 6. Personalize your Message

Automated responses are not what customers desire. In order to be empathic, consider personalizing your message. Demonstrate your concern for your clients. Look at the screenshot that follows.

Let me know what you think. Are these messages composed by actual humans or are they automated?

What are the top 3 tools for review management that a user may use

Let's now discuss the internet marketing techniques you ought to use to control unfavorable remarks and evaluations.

1. Brandmonitoring

Make use of this tool to keep an eye out for online brand references. Utilize analytical tools to track sentiment shifts, gauge brand exposure in real time, and comprehend client impression. These Brandwatch substitutes could potentially offer insights that are more appropriate for your approach.

2. Alerts from Google

Google Alerts is a worthwhile consideration if you're searching for a free service with some basic functionality that lets you keep an eye on mentions. You may use it to keep an eye out for critical remarks made about your competitors on reliable websites and to monitor social media.

3. Ahref

Ahref is a comprehensive SEO tool that may be utilized for brand observation. Google alerts are less effective than Ahref alerts. Thus, I would advise using this tool if you are not on a tight budget.